Service Delivery Manager
Location: GB, CMD, London
Department: Production
Salary range: 25000-28000
Employment type: Full-time
Required experience: Associate
Required education: Bachelor's Degree
Industry: Marketing and Advertising
Function: Production

Company profile:
The Technical Team and offering at VML London has a very strong heritage dating back to the mid-nineties when the London office was founded. Back in those days we were one of the first few purely digital marketing agencies in London; and back then things were a lot more technically driven than they often are today; as such the Technology team here continues to enjoy a strong strategic influence on the work that the agency undertakes and the clients that we engage.It just works.Technology is brilliant when you don’t have to think about it. That’s what we strive for in our solutions. Our technology team has a strong strategic influence on the work we undertake and are involved as soon as the brief lands. They stay involved throughout strategy, creative concepting and design. Acting as important enablers, we bring new and emerging technology to the table to successfully marry the requirements of our clients with the vision of our creatives.Open standards, open minds.We aim to deliver the most elegant technical solution for your budget, and maintain a technology agnostic approach to development in order to achieve that. Technology can be expensive, both in terms of hard costs and costly mistakes, so we’re as careful with your money as we are with our own.   Perhaps that’s why some of our clients have been with us for over 10 years. When faced with a new problem our first instinct is always to see if someone else has already solved it. As such, the solutions we design are built on the rich eco-system of open source software (OSS); the proven and battle-tested kind that we know will not just do the job quickly and cost-effectively, but also robustly. Where OSS isn't appropriate we always favour solutions that are built to open standards that we know will integrate well with other technologies.Strong partnerships.Our work is complemented by strong partnerships with technology vendors and suppliers.   Proven over time, our established strategic relationships with many of the leaders in software, hardware and other technology solutions help ensure we’re able to continue to offer best-in-class technical solutions for our clients.What we do:High availability and high performance website architecture &amp; developmentWeb content management solutionsCreative technology ideationContent optimisation, search and analyticsHigh volume, multi-locale email campaignsMobile optimisationLocalisation

Job description:
As our Service Delivery Manager you will be one of the industry’s great generalists with excellent communication skills. You will be responsible for our live websites, managing technical support for business critical sites, maintenance and business as usual change requests for our clients.Whilst this is not a senior role, it requires someone with experience of incident management or service delivery and capability to implement best-practice process improvement.A proactive approach to prioritisation and the ability to juggle multiple small projects at once will be extremely useful. Required experience and skills:1-3 years experience working in a similar role on high-profile accountsProject or account management experienceWorked with and understand best practice service delivery processesHighly organised with attention to detailUsed to a fast-paced working environmentWorked closely with technical teamsYou are self-driven and motivating to work withYou operate well under pressure and stay focusedYou’re a problem solver Useful experience:Enterprise-level CMS authoring experience, such as Adobe AEMIssue/ticketing management system such as JiraWorked in a digital agency environment

Requirements:
Key responsibilities:Responsible for service delivery and ensuring that we meet agreed SLAsManagement of 24x7 support team scheduleManagement of technical support team to implement urgent fixes to websitesEnsure that websites are monitored and proactively fixed when neededPrioritise client change requests to be carried out under retainer and log in JIRAEnsure required technical resources are booked in and briefed to complete workCommunicate timings and solutions to clients and relevant internal teamsManagement of reporting and escalation process Challenges of the role:You will be working on business critical websites for our key clients. Your role is to help prevent issues, but if/when they happen you need toCo-ordination of and support for occasional out-of-hours’ workSometimes working against the clock to resolve issues without the luxury of time to plan Key relationships:Programme ManagerDirect report to Programme Manager on project and ticket status. Anticipate risks and issues and escalate early.Producers, Account Managers &amp; Creative ServicesCommunicate with the Production and Creative Services teams to plan resource and resolve any clashes. The Account Team is there to help with escalation of issues to the client and resolving conflicting priorities across accounts.Technical teamYou will work closely with the technical team to help plan projects and solve problems. This is the most important relationship as this is the team that will work for you to deliver results.

Benefits: